Ms A complained about Caredig’s persistent failure to address repairs to her property, including damp and mould, as well as its failure to follow its complaints procedure.
The Ombudsman decided that Caredig (“the Housing Association”) had not adequately recorded and acknowledged the complaints Ms A raised, which led to a delay in her complaint being investigated and responded to. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement that within 2 weeks it would write to Ms A with the outcome of its investigation, provide a written apology to her in recognition of the delay, and make a redress payment to her in the sum of £100 for the time and trouble spent in getting a response to her complaint.